Frequently Asked Questions - Orders

Creating Orders

How do I create a new order?

1. Go to Orders in the main menu
2. Click “New Order” or “Create Order”
3. Follow the 4 steps: Sender/Recipient → Description → Shipping → Additional
4. Review the summary and confirm

Can I create an order without having registered senders?

Yes. During the creation process you can click "+ Create Sender" or "+ Create Recipient" to add new contacts on the fly.

Why does it ask me for the postal code?

The postal code is essential for:

• Determining the geographic origin and destination zone
• Calculating the correct shipping rate
• Verifying that a route is available

What happens if I don’t know the exact weight?

It’s important to enter the weight as precisely as possible because:

• It directly affects the shipment’s price
• An incorrect weight can generate extra charges
• If in doubt, round up

Rates and Pricing

Why don’t I see any shipping options available?

This can happen when:

• There are no rates configured for the origin-destination route
• Postal code or country information is missing
• The weight or dimensions are outside the allowed ranges
• Solution: Check the data you entered or contact the administrator

Why did the price change between one order and another?

The price is calculated dynamically based on:

• The route (origin and destination zones)
• The selected service type
• The package’s weight and/or dimensions
• The rates in effect at the time the order was created

What is volumetric weight?

It’s the space your package takes up, calculated as: Length × Width × Height ÷ Factor

It’s used when the package is large but light. The system may charge whichever is higher between the real weight and the volumetric weight.

Can I see the price before confirming the order?

Yes, in Step 3 of the creation process you’ll see all available options with their prices before continuing.

Do prices include taxes?

It depends on your account’s configuration. Check with the administrator on how rates are configured.

Editing and Modifying

Can I edit an order after creating it?

Yes, you can edit:

• Package description
• Notes and instructions
• Recipient details
• Internal notes

You cannot edit after creating it:

• The shipping price
• The route (origin/destination)
• The service type

Until when can I edit an order?

Generally until the order is dispatched or moves to a status that blocks editing.

How do I change an order’s recipient?

1. Open the order
2. Click Edit
3. Modify the recipient’s details
4. Save the changes

Note: If you need to completely change the route (different city/country), it’s better to cancel the order and create a new one.

Can I cancel an order?

Yes, as long as it hasn’t been dispatched. Look for the Cancel or Delete option in the order’s actions menu.

Order Statuses

What do the different statuses mean?

The exact list depends on your organization’s configuration (each company can customize its shipping steps). The most common ones are:

💡 If your organization customized the steps, the names may vary. The Shipping step templates guide shows examples by industry.

How do I change an order’s status?

The recommended way is to log an event from the order’s detail page:

1. Open the order’s detail page.
2. In the top action bar, press Log event.
3. Choose the event that actually happened (for example “Successful delivery,” “Picked up,” “Held at customs”).
4. Fill in the required fields (photo, signature, reason, etc.).
5. Save.

The system automatically moves the order to the corresponding step and records it in the history. See the full guide to logging events.

⚠️ Directly editing the step from the order’s form is reserved for the Super-admin role as an exceptional correction mechanism. All other roles must log events.

Can I see the history of status changes?

Yes, on the order’s detail page there’s an Events tab that shows the full history: each change, its author, time, source (web or courier app), and associated data (photo, signature, GPS, reason). You can filter by “Main changes” or “Notes and alerts.”

Labels and Documents

How do I print the shipping label?

1. Open the order or select several orders
2. Look for the “Print Label” or “Generate Label” button
3. A preview will open
4. Use your browser’s print function

Can I print several labels at once?

Yes:

1. In the order list, select the desired orders
2. In the bulk actions menu, select “Generate Labels”
3. All labels will be generated together

How do I generate a receipt for the customer?

1. Open the order or select orders
2. Look for the “Generate Receipt” option
3. A voucher with all the details will be created

Payments and Charges

What’s the difference between Prepaid and Collect?

• Prepaid: The shipment is paid when creating the order (the sender pays)
• Collect: The shipment is paid on delivery (the recipient pays)

What is COD (Cash On Delivery)?

It’s when the courier collects an amount from the recipient at the time of delivery. This amount is in addition to the shipping cost and generally corresponds to the value of the sold product.

Do all services allow COD?

No, it depends on the service type. The system will tell you if the selected option allows COD.

Where do I see if an order has pending COD?

The order’s detail page shows the COD amount and the payment status.

Search and Filters

How do I search for a specific order?

• By tracking number: Use the main search bar
• By name: Search by the sender’s or recipient’s name
• By ID: If you have your internal reference

What filters can I use?

• Shipment status (created, in transit, delivered, etc.)
• Payment status
• Date range
• Assigned courier
• Customer/Sender

Can I export my order list?

Yes, use the Export function to download your orders in Excel or CSV format. See the export guide.

Bulk Actions

Can I change the status of several orders at once?

Yes:

1. Select the orders in the list (checkbox)
2. Look for the “Bulk Actions” or “Batch Actions” menu
3. Select the desired action

What actions can I do in bulk?

• Bulk log event (new): applies the same event to several orders at once. Useful for “Manifested to carrier,” “Arrived at hub,” “Held at customs.” Doesn’t apply to events that need individual evidence (delivery with photo/signature, failed attempt with reason). See the events guide.
• Assign courier: assigns a courier to several orders. Each one automatically gets the “Courier assigned” event in its history.
• Change payment status: marks several orders as paid / pending.
• Change shipment status (legacy): still available but “Bulk log event” is preferred because it provides better traceability.
• Generate labels
• Generate receipts
• Export

What’s the difference between “Bulk log event” and “Change shipment status”?

• Bulk log event is event-thinking: you capture what happened (“Arrived at hub,” “Manifested”) and the system moves the steps only when it corresponds. It’s recorded in the history with author and reason.
• Change shipment status is state-thinking: you just move all the orders to a chosen step, without extra context. It’s still available but less recommended.

Is there a limit on orders for bulk actions?

Yes. The Bulk log event action accepts up to 1000 orders per operation. Legacy actions have their own limits; the system will let you know if you go over.

What happens if I select already-delivered orders for a bulk action?

Orders in delivered status are automatically excluded (they aren’t modified). At the end of the operation you’ll see a summary of how many were processed and how many were excluded. The only exception is the Super-admin role, which can override them.

Common Issues

Error: “No shipping options found”

Possible causes:

• No rates for that route
• Incomplete origin or destination data
• Weight outside the allowed range

Solution:

• Check that both sender and recipient have a country and postal code
• Confirm the weight is within the allowed range
• Contact the administrator if the problem persists

Error: “Required field missing”

Solution: Check that all fields marked as required are filled in. Required fields usually have an asterisk (*).

The order doesn’t show up in my list

Possible reasons:

• You have active filters excluding it
• You don’t have permission to see that order
• The order was deleted

Solution: Clear the filters and check your permissions.

I can’t edit the order

Possible reasons:

• The order has already been dispatched
• You don’t have editing permissions
• The current status doesn’t allow editing

Permissions and Access

Why don’t I see the option to create orders?

Your user role may not include the creation permission. Contact the administrator to check your permissions.

Can I see other users’ orders?

It depends on your permissions:

• Customers: Only see their own orders
• Sales reps: See their customers’ orders
• Administrators: Can see all orders

Who can delete orders?

Generally only users with the Administrator role or specific deletion permissions.

Events vs. Statuses (key to understanding the history)

What is an event and why is it different from a status?

A status (or shipping step) is the order’s current stage: “Out for delivery,” “Delivered,” etc. It changes and gets overwritten as the order advances. There’s only one active at a time.

An event is an operational fact that happened: “The customer was contacted,” “The delivered package photo was uploaded,” “Failed delivery attempt due to absent customer.” They accumulate in chronological order in the history.

💡 When you log the correct event (for example “Successful delivery”), the system moves the status automatically. There’s no need to do two steps.

Can I see events that don’t change the status?

Yes, in the history. Available filters:

• All: shows everything that was logged.
• Main changes: only the milestones that moved the step.
• Notes and alerts: informative notes (customer contacted, address updated, claims) that didn’t change the step but are part of the context.

Who can void an event logged by mistake?

Only Admin and Super-admin roles can void events. If a courier made a mistake uploading an event, they should contact their organization’s admin. The voided event remains visible with a gray strip and the reason — it isn’t deleted from the history.

More Information

• Full order creation guide
• How to log events on your orders
• How shipment tracking works
• Customizing your company’s status flow
• Shipping step templates by industry
• How rates work
• Bulk order import
• Data export

Your question isn’t here? Contact technical support.